attitude of a staff member over the phone

I recently bought furniture at Lewis store in Athlone and they made a mistake on my account, fine I don't have a problem with that, they assured me they will fix it. I called yesterday and a rude Lady called zimkhitha answered the phone I asked for someone else and complained about the person and nothing was done, today, the same thing happens I call to do a follow up and she is extremely unprofessional that I asked her name and she asked what I will do with her name? I am fine with the service and the manager has assisted me well, but they cant allow this lady to continue answering their calls she is disgusting. has no phone ettiquette